ClickFox sponsored a webcast presentation on Nov 10 that provides free access to 19 great thinkers on customer experience (and me).More details about the event, the sponsor and the speakers are here.
Registration is free, and the video is very good (thanks Skype)!
Some of the remarks that caught my attention:
- Beth Smits from BestBuy talked about not letting metrics and measurement take over as the only way you think of success. She believes that every customer interaction needs to create loyalty, not necessarily revenue.It's a balancing act for business to find, and stay, in this sweet spot.
- B. Joseph Pine II talked about how we must not get too stuck on innovating the products, because innovation in services is the cutting edge of differentiation
- Kerry Bodine from Forrester talked about the emergence of experience as the way to dominate markets in the current decade, and put this in context of trends of the past, where the best distribution or information led to market dominance
- I pay homage to Steve Jobs by reminding us all that "not sucking" is not enough -- we need to strive for much more than that (around minute 13 in the main video)
Really interesting approach, and I look forward to seeing more of this kind of information.
Thanks Tom Huston of ThoughtLead for the invitation to participate!
